iClick Online Technology Pty Limited

Objective:

Blue Star Taxis Christchurch, a prominent taxi service provider, aimed to address their reputation management issues by implementing a Referral Tracking and Review Management System. Their goal was to not only improve their online reputation but also gain insights into customer feedback and the performance of individual drivers.

Proposed Solution:

Referral Tracking System:

QR Codes for Drivers: QR codes were generated for each driver, prominently displayed in vehicles or on driver identification cards. Customers could scan these codes to access referral links.
QR Code Printing Option: An admin-friendly QR code printing feature was included, simplifying QR code distribution and ensuring consistent branding.

Review Tracking and Integration with Google:

Integration with Google: The system integrated with Google APIs to fetch and display Google reviews directly within the dashboard.
Real-time Review Tracking: The system monitored and tracked new Google reviews in real-time, providing instant feedback insights.
Graphical Representation: Review trends, rating distribution, and other metrics were visualised through graphs and charts.

Facebook Review Management:

Tracking Facebook Reviews: The system monitored and tracked Facebook reviews, allowing for effective management and responses.
Consolidated Dashboard: A consolidated dashboard provided a single interface for managing and responding to reviews from both Google and Facebook.

Review Card Printing for Drivers:

Driver Review Cards: Administrators could generate and print professional business cards for drivers with individual QR codes. These cards facilitated communication with customers, encouraged feedback, and included driver contact details and booking information.

Enhanced Customer Experience:

Seamless Review Submission: Customers could easily leave reviews through referral links or QR codes, simplifying the process and increasing review submissions.
Prompt Responses: With multi-platform review management, Blue Star Taxis Christchurch responded promptly to customer feedback, enhancing overall satisfaction and reputation.

Cloud-Based System:

Scalability and Flexibility: The cloud-based infrastructure ensured scalability for future growth and allowed system management from anywhere with an internet connection.
Secure Data Storage: Robust security measures protected customer information and ensured compliance with data protection regulations.

Reporting and Analytics:

Comprehensive Reports: The system generated comprehensive reports covering referral traffic, review trends, customer satisfaction metrics, and other key performance indicators.
Monthly Drivers KPI Reporting: Admins used this report as a KPI measurement tool to evaluate driver performance in meeting review targets. Monthly reports provided actionable insights and data-driven decision-making.

Results:

The implementation of the Referral Tracking and Review Management System yielded significant benefits for Blue Star Taxis Christchurch:

Increased Customer Engagement: The simplified review submission process led to more customer reviews and engagement.
Improved Online Reputation: Prompt responses to reviews and proactive management across platforms enhanced the company’s online reputation.
Valuable Customer Insights: The system provided insights into customer preferences and satisfaction levels.
Efficient Driver Performance Monitoring: Admins gained visibility into driver performance, enabling data-driven decisions and continuous improvement.

Conclusion:

The Referral Tracking and Review Management System transformed Blue Star Taxis Christchurch’s reputation management and customer feedback process. By leveraging the system’s features, the company achieved higher customer engagement, an improved online reputation, and valuable insights, ultimately strengthening its position in the taxi and transportation industry.